Interactive Intelligence Whitepapers


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Customer experience design: Optimising systems for more effective customer experience
By Interactive Intelligence | 10/11/2015

Companies engage Customer Experience Design to gain a better understanding on customer emotions, needs and expectations. This intelligence is then used to implement processes that are better aligned to the end customer. This whitepaper maps out the experiences of purchasing and claim processes and identifies opportunities businesses can focus on.

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Embracing digital technology to deliver better business outcomes
By Interactive Intelligence | 10/11/2015

This whitepaper looks at how digital transformation has become a critical success factor in the competitive market today. Included are also analyst insights on challenges businesses face in their efforts and detailed findings on the digital transformation landscape.

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How omnichannel is delivering on the promise of multichannel
By Interactive Intelligence | 10/11/2015

This whitepaper looks at the benefits of an omnichannel approach for customers, contact centre management, agents and supervisors. It also addresses how this approach addresses the challenges multichannel technologies face.

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The customer experience: The journey from good to great
By Interactive Intelligence | 10/11/2015

A seamless customer experience is crucial for customer retention as price and product differentiation has become less sustainable. This whitepaper will answer your questions on what contributes to a great customer experience, how companies can deliver this across every touch point and how to measure your success.

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Blog Posts

Marketing prowess versus the enigma of the metaverse

Flash back to the classic film, Willy Wonka and the Chocolate Factory. Television-obsessed Mike insists on becoming the first person to be ‘sent by Wonkavision’, dematerialising on one end, pixel by pixel, and materialising in another space. His cinematic dreams are realised thanks to rash decisions as he is shrunken down to fit the digital universe, followed by a trip to the taffy puller to return to normal size.

Liz Miller

VP, Constellation Research

Why Excellent Leadership Begins with Vertical Growth

Why is it there is no shortage of leadership development materials, yet outstanding leadership is so rare? Despite having access to so many leadership principles, tools, systems and processes, why is it so hard to develop and improve as a leader?

Michael Bunting

Author, leadership expert

More than money talks in sports sponsorship

As a nation united by sport, brands are beginning to learn money alone won’t talk without aligned values and action. If recent events with major leagues and their players have shown us anything, it’s the next generation of athletes are standing by what they believe in – and they won’t let their values be superseded by money.

Simone Waugh

Managing Director, Publicis Queensland

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